Method and system for requesting help

ABSTRACT

A method (and system) of requesting help includes connecting a user to a help request generator, accessing, by the help request generator, a database including a list of helpers, selecting helper from the list of helpers, and transmitting a help request from the help request generator to the helper

RELATED APPLICATIONS

The present Application is a Continuation Application of U.S. patentapplication Ser. No. 11/335,691 which was filed on Jan. 20, 2006.

BACKGROUND OF THE INVENTION

1. Field of the Invention

The present invention relates to the field of providing end-user helpfor information technologies. Unlike conventional methods in which suchhelp is provided either by having a dedicated staff or expecting theuser to perform self-help, the present invention may allow a user toleverage a social network to get help from someone other than adedicated staff.

2. Description of the Related Art

Telephones are being used in novel and diverse manners. Whereas once thephone was a mechanism for calling a single person, today phones are usedto call into teleconferences, to retrieve voice mail, to page people,and to retrieve information such as train schedules or stock portfolioinformation. Moreover, as more and more applications become voiceenabled, the phone will become an even more important end-user device.

However, one of the primary problems with using the phone as such anapplication device is the extremely constrained user interface. Whensome exceptional condition occurs in the course of a telephone session,there is little that the end-user can do, other than hang up and tryagain. Most telephony applications therefore include the ability to“escape out” of the session and connect with a help desk operator.

Thus, such a conventional system and method require that theorganization hosting the service provide help-desk personnel to answerthese requests for help. This represents a costly amount of overhead forsuch applications, and may prohibit many such telephony applicationsfrom being deployed.

SUMMARY OF THE INVENTION

In view of the foregoing and other exemplary problems, drawbacks, anddisadvantages of the conventional methods and structures, a purpose ofthe exemplary aspects of the present invention is to provide a methodand system for requesting help which may eliminate the need for ahelp-desk person, and may, therefore, provide significant cost savingsto an organization.

An exemplary aspect of the present invention includes a method ofrequesting help which includes connecting a user to a help requestgenerator, accessing, by the help request generator, a databaseincluding a list of helpers, selecting a helper from the list ofhelpers, and transmitting a help request from the help request generatorto the a helper (e.g., to a device associated with the helper).

In another exemplary aspect of the present invention, a method ofrequesting help includes connecting a user to a voice application,escaping from the voice application and connecting the user to a helprequest generator, accessing, by the help request generator, a databaseincluding a list of helpers, selecting a helper from the list ofhelpers, and transmitting a help request from the help request generatorto the helper.

In another exemplary aspect of the present invention, a system forrequesting help includes a help request generator for generating andtransmitting a help request, a database which includes a list ofhelpers, and is accessible by the help request generator, acommunication device for connecting a user to the help requestgenerator, and selecting a helper from the list of helpers, and a helprequest receiving device associated with the helper, for receiving thehelp request.

In another exemplary aspect of the present invention, a system forrequesting help includes a help request generator for generating andtransmitting a help request, a database which includes a list ofhelpers, and is accessible by the help request generator, acommunication device for connecting a user to a voice application, thecommunication device including an escape mechanism for escaping from thevoice application to connect with the help request generator, and aselector for selecting a helper from the list of helpers, and a helprequest receiving device associated with the helper, for receiving thehelp request.

Another exemplary aspect of the present invention includes a method forproviding assistance to a telephone user in a voice application. Themethod includes connecting the user to the voice application, inresponse to a request for information of the user, contacting by thevoice application, a person other than a help-desk person whom the userbelieves can provide a solution to satisfy the request, enabling theuser to express the request to the person, automatically obtaining bythe voice application, the solution from the person, and directing, bythe user, the voice application to execute the solution.

Another aspect of the present invention includes a programmable storagemedium tangibly embodying a program of machine-readable instructionsexecutable by a digital processing apparatus to perform the methodaccording to the exemplary aspects of the present invention.

In still another aspect, the method according to the exemplary aspectsof the present invention may include deploying computing infrastructurein which computer-readable code is integrated into a computing system,such that the code and the computing system combine to perform themethod.

With its unique and novel features, the present invention provides amethod and system for requesting help which may eliminate the need for ahelp-desk person, and may, therefore, provide significant cost savingsto an organization.

BRIEF DESCRIPTION OF THE DRAWINGS

The foregoing and other exemplary purposes, aspects and advantages willbe better understood from the following detailed description of anexemplary embodiment of the invention with reference to the drawings, inwhich:

FIG. 1A illustrates a method 100 of requesting help, according to anexemplary aspect of the present invention;

FIG. 1B provides a chart for further illustrating a method according toan exemplary aspect of the present invention;

FIG. 2 illustrates a method 200 of requesting help according to anotherexemplary aspect of the present invention;

FIG. 3 illustrates a system 300 for requesting help according to anotherexemplary aspect of the present invention;

FIG. 4 illustrates a system 400 for requesting help, according toanother exemplary aspect of the present invention.

FIG. 5 illustrates a typical hardware configuration which may be usedfor implementing the system and method according to the exemplaryaspects of the present invention; and

FIG. 6 illustrates a programmable storage medium 600 tangibly embodyinga program of machine-readable instructions executable by a digitalprocessing apparatus to perform the method according to the exemplaryaspects of the present invention.

DETAILED DESCRIPTION OF EXEMPLARY EMBODIMENTS OF THE INVENTION

Referring now to the drawings, and more particularly to FIGS. 1A-6,there are shown exemplary embodiments of the method and structures ofthe present invention.

Overview

As more and more business processes are automated, the human capabilityto handle exceptional cases becomes more rare. This results in a greaterneed for third-party help, often in the form of a dedicated help staff.

However, such a staff has a very high cost. For example, many telephonyapplications today require live operators to serve as a help desk. Thisis cost prohibitive and prevents many telephony applications from beingdeployed in many organizations. Additionally, most organizations have adedicated help staff to assist their employees with all of theirbusiness processes. Again, this is a costly part of running a business,

In the present invention, on the other hand, instead of expecting allapplication exceptions to be resolved by a phone call to a dedicatedhelp staff, a mechanism may be provided for the user to request andreceive help via a “help network” which may include, for example, a setof area-experts (e.g., information technology (IT) experts, humanresources experts, etc.), a social network of the person in need, and/orpersons located at an intersection of those two sets. The user can usethe present invention to contact a helper using any of a number ofcommunication means (e.g., telephony, instant messaging, etc.).

For example, if the user (e.g., the original caller) wants to get to aconference call but is having trouble recalling the correct phonenumber/passcode combination, the user may escape from the conferencecall application and send a help request to the helper (e.g., the personcontacted by the user). The helper may be, for example, a participant inthe conference and could give the system permission to have the userconnected directly to the conference call. The helper may also bepresented with the option of requesting the user to call the helper. Ineither case, the user would not be required to make a new phone call.

Further, the options available to the helper in responding to the helprequest may be application dependent. For example, if the user isattempting to use a voice application other than a conference callapplication, instead of being presented with the option of directlyconnecting the user to the conference call, the helper may be presentedwith the option of forwarding a passcode for entering the voiceapplication by sending an e-mail message to the user.

The present invention may also allow applications (e.g., any automatedapplication) to include a help mechanism. This help mechanism mayprovide the person needing help with the ability to easily tap into the“help network” (e.g., a set of area-experts, a social network of theperson in need, and/or persons located at an intersection of those twosets).

For example, if a user needs help in filling in a travel expense report,he might quickly determine who from among his closest peers has recentlydone so, and choose someone to help him from among that group. Themanner of communication (e.g., contact) between the user and the helpercan take any of a number of forms, such as e-mail, instant message, SMS,telephone call, etc. In addition, the manner of communication may atleast partially on the situation and need of the user needing help.Further, the possible responses (e.g., methods of responding) of thehelper may also be application specific.

For example, in an exemplary aspect of the present invention, instead ofescaping from the telephony application to a manned help desk, the usermay instead escape to a sub-application in which the user can asksomeone (e.g., someone known by the user) for help. That someone (e.g.,the helper) who was contacted by the user may help the user in a numberof different ways, including sending the user an e-mail message, orinstant message (IM) or connecting the user's phone session to adifference application/person.

The present invention may include significant advantages overconventional systems which rely heavily on help desk personnel. Forexample, the organization deploying the voice application may realizesignificant monetary savings, and a better end-user experience.

For example, a possible scenario in which the present invention may beeffectively utilized may deal with the original caller who needs help(hereafter the “user”) and the person who provides help to the caller(hereafter the “helper”).

The user calls into some voice application and runs into someexceptional case. For example, the user cannot recall the correctpasscode for a conference to which he is invited. The system providessome escape mechanism to get to this help (e.g., the caller may input anescape instruction by pressing the “*” key on the keypad of histelephone).

The system may respond to this input by providing a mechanism for theuser to identify a person who might help the user. For example, thesystem (e.g., the help request generator) may access or maintain adatabase which includes data on the user (e.g., name, position inorganization, etc.), and access this database (e.g., and/or otherdatabases) to generate a list of potential helpers based on this data(e.g., based on contextual information about the user, such as theiradministrative staff, their organizational chart, the contents of theircalendar, and their “buddy list”). The user could identify a helper fromthe list generated by the help request generator by using a searchmechanism from the telephone keypad (e.g., by entering the desiredhelper's phone number or use the alpha-numeric keys to enter thehelper's last name).

Once a potential helper is identified, the system may contact thathelper. This contact may take the form of a phone call, a text message(instant message or short message service (SMS)), a page, etc. Thepotential helper may be provided with a set of simple options to helpthe user (e.g., connect the user to the helper's phone, connect the userto a conference call, direct the user to the correct telephonyapplication, type a message to be read to the user). The user may thenreceive the help specified by the helper.

Exemplary Aspects

Referring again to the drawings, FIG. 1A illustrates a method 100 ofrequesting help, according to an exemplary aspect of the presentinvention. The method 100 includes connecting (110) a user to a helprequest generator (HRG) (e.g., via a communication link), accessing(120), by the help request generator, a database (e.g., a plurality ofdatabases) including a list of helpers, selecting (130) a helper (e.g.,a plurality of helpers) from the list of helpers, and transmitting (140)a help request from the help request generator to the helper (e.g., aplurality of helpers).

For example, the user may connect to the HRG by using a communicationdevice, which may include, for example, any communication device thatmay be used to connect (e.g., wired or wirelessly connect) via acommunication medium to another device such as another telephone, or avoice application (e.g., a conferencing device). For example, a“communication device” may be construed herein to include a conventionaltelephone on a public switched telephone network (PSTN), a mobile (e.g.,cellular) telephone, a personal computer, a notebook computer, apersonal digital assistant (PDA), a Blackberry device, etc. Similarly,the helper may receive the help request (e.g., and transmit a responseto the help request) by using a help request receiving device which mayinclude such a communication device.

As illustrated in the chart (e.g., timeline) of FIG. 1B, in an exemplaryaspect of the present invention, the user may use a communication device(e.g., place a call using a telephone) to connect (e.g., via acommunication medium) to the HRG. The HRG may then access (e.g., using awireless or a wired connection) a database and prompt the user to selecta helper from the database (e.g., the database may include, for example,the user's “Buddy List” from an instant messaging (IM) browser or webbrowser stored on the user's personal computer). The user may then usethe communication device to select (e.g., by pressing a key on a keypador speaking in to a microphone in a telephone) a user from the database.

The HRG receives the selection from the user and transmits a helprequest to the helper (e.g., via a communication link). As noted above,the help request may be transmitted by any of several manners, such asby instant messaging (IM). Further, the helper may receive the helprequest by using a help request receiving device (e.g., a communicationdevice) which may include, for example, a personal computer which isassociated with the helper. The help request may include, for example, arequest for one of a phone number, a password, and a personalidentification number (PIN).

The helper may then select an option for responding to the help request,and transmit the selection to the HRG (e.g., using the help requestreceiving device such as his personal computer). The helper may then(e.g., using the help request receiving device) transmit the response tothe help request to the user. It should be noted that the helper mayrespond to the help request in a manner that is different from themanner in which he received the help request. For example, the helpermay receive the help request via an instant message, but transmit aresponse to the user by using e-mail.

An important feature of the present invention involves the use of a helprequest generator (HRG) to generate and transmit a help request. Forexample, the help request generator may receive a communication (e.g.,via a communication link) from the communication device (e.g.,telephone) of user, and transmit a help request (e.g., via acommunication link) to the helper. The HRG may also access the databaseand to produce a list of helpers (e.g., generate a list of possiblehelpers).

Further, if the helper selects the option for typing a message to theuser, the help request generator may convert the typed message into anaudio message and transmit the audio message to the user via thecommunication device (e.g., the user's telephone).

In addition, the help request generator may automatically determine amanner of transmitting a help request to the helper. Alternatively, theuser may use the communication device to input a manner of transmittingthe help request to the helper.

The help request generator may also store help request history datawhich may include, for example, a history of help requests for the user,helpers contacted by the help request generator, etc.

The HRG may be software implemented (e.g., at least partially softwareimplemented) and may be fully automated. That is, instruction code maybe stored on a programmable storage medium (e.g., a hard drive) andexecuted by a computing device (e.g., processor, computer, etc.) toperform at least part of the functions of the HRG (It should also benoted that the helper may include an automated helper and may be atleast partly software implemented).

Further, the HRG may be connected to an organization's network serverFor example, the HRG may be at least partly implemented as softwarestored on a hard drive of an organization's network server. In thiscase, when the helper has a work station (e.g., a personal computer) onthe network, the help request can be transmitted to the work station(e.g., help request receiving device) via the organization's network.

Alternatively, in the case that the helper is not connected to the HRGvia an organizational network such as an intranet, the HRG may generatean electronic mail message and transmit the e-mail message (e.g., via ane-mail server connected to the Internet) to a helper's work station(e.g., the helper's personal computer which is connected to theInternet, or the helper's Blackberry™ device, etc.). In this case, thehelper may view the e-mail message and respond to the e-mail messageusing the e-mail browser on the display of the helper's help requestreceiving device (e.g., computer, Blackberry™ device, etc.).

For example, the text of the e-mail message may recite the specificrequest of the user (e.g., “Please send me the passcode for entering theteleconference”, etc.). The e-mail message may also include a list ofthe options for responding to the help-request. For example, the e-mailmessage may include the phone number, e-mail address, etc. for the user,and may identify a preferred manner of responding to the help request.

Further, the HRG may transmit the help request via one of a telephonecall, electronic mail (e-mail), instant messaging (IM), a page, and ashort messaging service (SMS). The help request generator may alsoprompt the user to select the database from among a plurality ofdatabases. In response to this prompt, the user may select the databasefrom among the plurality of databases (e.g., by using the communicationdevice).

Further, upon accessing the database, the HRG may cause a content of thedatabase to be read out to the user via the communication device.Further, the user may select the helper by using one of an alpha-numerickeypad on the communication device and a voice input to thecommunication device to make a selection.

In addition, the help request may include a response mechanism forallowing the helper to respond to the help request. For example, theresponse mechanism may include a plurality of options for responding tothe help request. The plurality of options may include, for example, anoption for connecting the helper to the user's communication device(e.g., the user's telephone), an option for connecting the user to aconference call, an option for directing the user to a voiceapplication, and an option for typing a message to the user.

The database may include, for example, a set of area-experts, a socialnetwork of the user, or an intersection of the set of area experts andthe social network. Further, the database (e.g., the list of helpers inthe database) may include at least one of an administrative staff, anorganizational chart, a content of a calendar of the user, and aninstant messaging (IM) buddy list of the user.

In addition, the user may use the communication device to direct thehelp request generator to transmit a termination message whichterminates the help request. In this case, the method 100 may alsoinclude transmitting the termination message to the helper to which thehelp request was transmitted.

In addition, the help request generator may automatically generate atermination message and transmit it to a helper, for example, after apredetermined amount of time (e.g., one hour, one day, etc.), or uponthe occurrence of some predetermined event (e.g., upon the user (e.g.,caller) hanging up the telephone, or otherwise exiting the help requestfunction).

FIG. 2 illustrates a method 200 of requesting help according to anotherexemplary aspect of the present invention. The method 200 of requestinghelp, may include connecting (210) a user to a voice application (e.g.,an automated voice application such as an automated conference call),escaping (220) from the voice application and connecting the user to ahelp request generator, accessing (230), by the help request generator,a database including a list of helpers, selecting (240) a helper fromthe list of helpers, and transmitting (250) a help request from the helprequest generator to the helper.

For example, in the method 200, the user may connect to the voiceapplication via a communication link by using a communication device.The user may also use the communication device to escape from the voiceapplication and connect to the help generator. For example, escapingfrom the voice application may include, for example, using one of akeypad on the communication device (e.g., telephone) and a voice inputto input an escape direction. Similarly, the helper may receive the helprequest (e.g., and transmit a response to the help request) via acommunication link by using a help request receiving device (e.g., acommunication device).

A “voice application” may include, for example, a conference call orother application (e.g., an automated application) to which a user mayconnect via a communication link by using a communication device.

Further, in this exemplary aspect, the help request generator (HRG) maytransmit the help request in a manner which is dependent upon acharacteristic of the voice application. In addition, the help requestmay include a response mechanism for allowing the helper to respond tothe help request, and the response mechanism may include options whichare dependent upon a characteristic of the voice application.

FIG. 3 illustrates a system 300 for requesting help according to anotherexemplary aspect of the present invention. As illustrated in FIG. 3, thesystem 300 may include a help request generator 310 for generating andtransmitting a help request, a database 330 (e.g., a Buddy List storedon an instant messaging (IM) browser) which includes a list of helpers,and is accessible by the help request generator, a communication device320 for connecting a user to the help request generator, and selecting(e.g., using a selecting device which includes at least one of a keypad,microphone, etc.) a helper from the list of helpers, and a help requestreceiving device 340 (e.g., a communication device) associated with thehelper, for receiving the help request.

The help request receiving device 340 may include a receiving andtransmitting module, for receiving the help request transmitted from thehelp request generator, and transmitting a response to the help request,and at least one of a display device and an audio device forcommunicating the help request to the helper. The help request receivingdevice 340 may also include an input device (e.g., a keypad, microphone,mouse, etc.) for inputting a response to the help request.

An important feature of the present invention is the help requestgenerator (HRG) 310. For example, the help request generator 310 mayinclude a receiving and transmitting module 311, for receiving acommunication from the communication device (e.g., for connecting via acommunication link with the communication device), and transmitting ahelp request to the helper (e.g., via a communication link). The HRG 310may also include a helper identifying module 312 for accessing thedatabase and identifying the helper (e.g., generating a list of possiblehelpers to be forwarded to the user).

Further, the HRG 310 may include a converter for converting a typedmessage into an audio message. Thus, for example, if the helper selectsthe option for typing a message to the user, the help request generator310 may convert the typed message into an audio message and transmit theaudio message to the user via the communication device.

The help request generator 310 may also include a memory (e.g., a harddrive, random access memory (RAM), etc.) for storing data such as helprequest history data, which may include, for example, a history of helprequests for the user, and helpers contacted by the help requestgenerator.

Further, the HRG 310 may include a learning function which may allow theHRG 310 to improve or refine a performance over time. This may help thesystem to increase over time the likelihood that the user will receive avaluable response to his help request. The learning function mayinclude, for example, the use of neural networks, bayesian beliefnetworks, etc.).

For example, the responses to the help requests may also be (e.g., atthe time the helper responds to the help request) forwarded to the HRG310 and stored as data in a memory of the HRG 310. Therefore, the listof possible helpers forwarded to the user by the HRG 310 may be based onthis data. Thus, for example, if a helper has not responded or hasresponded negatively (e.g., providing no help) to user (e.g., otherusers) in the past, the HRG 310 may remove this particular helper from alist of possible helpers, before forwarding the list to the user.

The help request generator 310 may also include a converter forconverting a text message into an audio message. Thus, if the responseto the help request includes a typed message, the converter may convertthe text message into an audio message and the help request generatormay transmit the audio message to the user via the telephone.

The system 300 may also include an instant messaging server incommunication with the help request generator. In this case, the helprequest may be transmitted by instant messaging (IM) from the helprequest generator through the instant messaging server to the helprequest receiving device.

The system 300 may also include an electronic mail server incommunication with the help request generator. In this case, the helprequest may be transmitted by electronic mail from the help requestgenerator through the electronic mail server to the help requestreceiving device.

FIG. 4 illustrates a system 400 for requesting help, according toanother exemplary aspect of the present invention. The system 400includes a help request generator 410 for generating and transmitting ahelp request, a database 430 which includes a list of helpers, and isaccessible by the help request generator, a communication device 420 forconnecting a user to a voice application 415, the communication deviceincluding an escape mechanism for escaping from the voice application415 to connect with the help request generator 410 and a selector forselecting a helper from the list of helpers, and a help requestreceiving device 440 (e.g., communication device) associated with thehelper, for receiving the help request.

The help request generator 410 may include a receiving and transmittingmodule 411, for receiving a telephonic communication from thecommunication device, and transmitting a help request to the helper, anda helper identifying module 412 for accessing the database andidentifying the helper (e.g., generating a list of possible helpers).

In another exemplary aspect of the present invention, a method forproviding assistance to a telephone user in a voice application includesconnecting the user to the voice application, in response to a requestfor information of the user, contacting by the voice application, aperson other than a help-desk person whom the user believes can providea solution to satisfy the request, enabling the user to express therequest to the person, automatically obtaining by the voice application,the solution from the person, and directing, by the user, the voiceapplication to execute the solution.

Referring again to the drawings, FIG. 5 illustrates a typical hardwareconfiguration which may be used for implementing the computer system andmethod according to the exemplary aspects of the present invention. Theconfiguration has preferably a processor or central processing unit(CPU) 511. The CPUs 511 are interconnected via a system bus 512 to arandom access memory (RAM) 514, read-only memory (ROM) 516, input/output(I/O) adapter 518 (for connecting peripheral devices such as disk units521 and tape drives 540 to the bus 512), user interface adapter 522 (forconnecting a keyboard 524, mouse 526, speaker 528, microphone 532,and/or other user interface device to the bus 512), a communicationadapter 534 for connecting an information handling system to a dataprocessing network, the Internet, and Intranet, a personal area network(PAN), etc., and a display adapter 536 for connecting the bus 512 to adisplay device 538 and/or printer 539. Further, an automatedreader/scanner 541 may be included. Such readers/scanners arecommercially available from many sources.

In addition to the system described above, a different aspect of theinvention includes a computer-implemented method for performing theabove method. As an example, this method may be implemented in theparticular environment discussed above.

Such a method may be implemented, for example, by operating a computer,as embodied by a digital data processing apparatus, to execute asequence of machine-readable instructions. These instructions may residein various types of signal-bearing media.

Thus, this aspect of the present invention is directed to a programmedproduct, including signal-bearing media tangibly embodying a program ofmachine-readable instructions executable by a digital data processor toperform the above method.

Such a method may be implemented, for example, by operating the CPU 511to execute a sequence of machine-readable instructions. Theseinstructions may reside in various types of signal bearing media.

Thus, this aspect of the present invention is directed to a programmedproduct, including signal-bearing media tangibly embodying a program ofmachine-readable instructions executable by a digital data processorincorporating the CPU 511 and hardware above, to perform the method ofthe invention.

This signal-bearing media may include, for example, a RAM containedwithin the CPU 511, as represented by the fast-access storage forexample. Alternatively, the instructions may be contained in anothersignal-bearing media, such as a magnetic data storage diskette 600 (FIG.6), directly or indirectly accessible by the CPU 511.

Whether contained in the computer server/CPU 511, or elsewhere, theinstructions may be stored on a variety of machine-readable data storagemedia, such as DASD storage (e.g., a conventional “hard drive” or a RAIDarray), magnetic tape, electronic read-only memory (e.g., ROM, EPROM, orEEPROM), an optical storage device (e.g., CD-ROM, WORM, DVD, digitaloptical tape, etc.), paper “punch” cards, or other suitablesignal-bearing media including transmission media such as digital andanalog and communication links and wireless. In an illustrativeembodiment of the invention, the machine-readable instructions maycomprise software object code, complied from a language such as “C” etc.

With its unique and novel features, the present invention provides amethod and system for requesting help which may eliminate the need for ahelp-desk person, and may, therefore, provide significant cost savingsto an organization.

While the invention has been described in terms of one or more exemplaryembodiments, those skilled in the art will recognize that the inventioncan be practiced with modification within the spirit and scope of theappended claims. Specifically, one of ordinary skill in the art willunderstand that the drawings herein are meant to be illustrative, andthe design of the inventive assembly is not limited to that disclosedherein but may be modified within the spirit and scope of the presentinvention.

Further, Applicant's intent is to encompass the equivalents of all claimelements, and no amendment to any claim the present application shouldbe construed as a disclaimer of any interest in or right to anequivalent of any element or feature of the amended claim.

1. A method of requesting help, comprising: connecting a user to a helprequest generator; accessing, by said help request generator, a databasecomprising a list of helpers; selecting a helper from said list ofhelpers; and transmitting a help request from said help requestgenerator to said helper.
 2. The method of claim 1, wherein saidconnecting said user to said help request generator comprises connectingsaid user to said help request generator via a communication link byusing one of a telephone call, electronic mail (e-mail), instantmessaging (IM), a page, and a short messaging service (SMS).
 3. Themethod of claim 1, wherein said transmitting said help request comprisestransmitting said help request via a communication link by using one ofa telephone call, electronic mail (e-mail), instant messaging (IM), apage, and a short messaging service (SMS).
 4. The method of claim 1,further comprising: prompting, by said help request generator, said userto select said database from among a plurality of databases; andselecting said database from among said plurality of databases.
 5. Themethod of claim 1, wherein said connecting said user to said helprequest generator comprises using a telephone, wherein said accessingsaid database comprises reading out a content of said database to saiduser via said telephone, and wherein said selecting said helpercomprises using one of an alpha-numeric keypad on said telephone and avoice input to said telephone to make a selection.
 6. The method ofclaim 5, wherein said help request comprises a response mechanism forallowing said helper to respond to said help request.
 7. The method ofclaim 6, wherein said response mechanism comprises a plurality ofoptions for responding to said help request.
 8. The method of claim 7,wherein said plurality of options comprises an option for connectingsaid helper to said telephone used by user, an option for connectingsaid user to a conference call, an option for directing said user to avoice application, and an option for typing a message to said user. 9.The method of claim 7, wherein if said helper selects said option fortyping a message to said user, said help request generator converts saidtyped message into an audio message and transmits said audio message tosaid user via said telephone used by user.
 10. The method of claim 1,wherein one of said help request generator automatically determines amanner of transmitting a help request to said helper, and said userinputs a manner of transmitting said help request to said helper. 11.The method of claim 1, wherein said database comprises one of a set ofarea-experts, a social network of said user, and an intersection of saidset of area experts and said social network.
 12. The method of claim 1,wherein said list of helpers comprises at least one of an administrativestaff, an organizational chart, a content of a calendar of said user,and an instant messaging (IM) buddy list of said user.
 13. The method ofclaim 1, wherein said help request generator comprises a memory forstoring help request history data, said data comprising a history ofhelp requests for said user, and helpers contacted by said help requestgenerator.
 14. The method of claim 1, wherein said transmitting saidhelp request comprises transmitting said help request to a plurality ofhelpers.
 15. The method of claim 1, further comprising: directing saidhelp request generator to transmit a termination message whichterminates said help request; transmitting said termination message tosaid helper to which said help request was transmitted.
 16. The methodof claim 1, wherein said help request comprises a request for one of aphone number, a password, and a personal identification number (PIN).17. A system for requesting help, comprising: a help request generatorfor generating and transmitting a help request; a database whichcomprises a list of helpers, and is accessible by said help requestgenerator; a communication device for connecting a user to said helprequest generator, and selecting a helper from said list of helpers; anda help request receiving device associated with said helper, forreceiving said help request.
 18. The system of claim 17, wherein saidtransmitting said help request comprises transmitting said help requestvia a communication link by using one of a telephone call, electronicmail (e-mail), instant messaging (IM), a page, and a short messagingservice (SMS), wherein said connecting said user to said help requestgenerator comprises using a telephone, wherein said help requestgenerator accesses said database by reading out a content of saiddatabase to said user via said telephone, wherein said selecting saidhelper comprises using one of an alpha-numeric keypad on said telephoneand a voice input to said telephone to make a selection, wherein saidhelp request comprises a response mechanism for allowing said helper torespond to said help request, said response mechanism comprising aplurality of options for responding to said help request, wherein saidplurality of options comprises an option for connecting said helper tosaid telephone used by said user, an option for connecting said user toa conference call, an option for directing said user to a voiceapplication, and an option for typing a message to said user, andwherein if said helper selects said option for typing a message to saiduser, said help request generator converts said typed message into anaudio message and transmits said audio message to said user via saidtelephone used by user.
 19. A system for requesting help, comprising: ahelp request generator for generating and transmitting a help request; adatabase which comprises a list of helpers, and is accessible by saidhelp request generator; a communication device for connecting a user toa voice application, said communication device comprising an escapemechanism for escaping from said voice application to connect with saidhelp request generator, and a selector for selecting said helper fromsaid list of helpers; and a help request receiving device associatedwith said helper, for receiving said help request.
 20. A programmablestorage medium tangibly embodying a program of machine-readableinstructions executable by a digital processing apparatus to perform themethod of requesting help according to claim 1.